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Shipping Policy

We offer free shipping on all orders delivered by FedEx Ground, FedEx Freight, or the most cost-effective available carrier. Please note that deliveries will be placed curbside only. Carriers are unable to bring your order into your home, garage, kitchen, or other locations. If necessary, please arrange for assistance upon receiving your order.

Please note that additional charges may apply for alternative delivery methods if the carrier deems the destination address undeliverable.

We do not ship to PO Boxes. Comprehensive insurance is included with all shipments.

Tracking number(s) will be provided by the email provided 2-4 business days* after the date of the order is placed and after which:

  • Items shipped FedEx Ground will take 4-6 business days* after processing date.
  • Items shipped FedEx Freight (or other LTL provider) will take 4-12 business days* after processing date 

Please note that these are general guidelines and shipping time may vary depending on the final destination, items ordered, and other logistical factors.

If an item is shipped and we are notified that the order is canceled or refused, a 15% restocking and shipping fee will apply.

 Exception:


The Fire Pit Gallery's Fire Pit Bowls and Spheres are custom made on order and require a minimum lead time of 8-10 business weeks for production

Adjusting Your Shipping Address:

If you need to change the shipping address for an item, a $175.00 fee will apply. This fee covers the cost of processing the change with Pizza Oven USA and the freight carrier.

LTL Shipments:

Large and heavy items, such as ranges, refrigerators, or items weighing more than 155 pounds, will be shipped via LTL (less-than-truckload) freight. The carrier will contact you to schedule a delivery appointment, and someone must be available to sign for the shipment. Additional charges may apply for rescheduled deliveries or if the shipment is refused. We strive to provide our customers with the best possible shipping prices. All LTL shipments are delivered curbside at no cost to the customer. A person 18 years of age or older must be present to accept and sign for the delivery.

Packages with Visible Damage:

In the event of clear damage to the package upon delivery, it is important to follow these steps:

a. Capture clear photos of the damaged box, reject the package, and document the damages with the delivery driver on the Bill of Lading or Freight Bill. Subsequently, please email grillmaster@pizzaovenus.com or call  +1(857) 353-8695 with both the details of the issue and the accompanying photos.

b. No Visible Box Damages? Upon receiving your order from the freight carrier, it is essential to promptly inspect the package. Should you identify any damages to the product, take photographs and send them to us immediately. Please note that any damages not reported within 24 hours will be ineligible for further resolution.

c. Regardless of the condition of the package, it is advised to retain the box, packaging, and pallet for all products from your order. This precautionary measure is crucial in the event of potential returns or exchanges

Before approval for a return authorization concerning damaged goods, it is imperative to initiate a warranty claim by emailing grillmaster@pizzaovenus.com or call  +1(857) 353-8695.  Additionally, the item must be readily available for inspection by the warranty service team; without this availability, a return authorization cannot be granted.

Please note the following crucial point: all damages must be reported within 24 hours. Any damage reported after this 24-hour window will result in the denial of the claim.

For a return to be accepted, all product(s) must be in their original condition, never installed, and include the original packaging, manufacturer's containers, documentation, warranty cards, manuals, and all accessories. Refunds will be processed after the warehouse receives and inspects your return. These refunds will be credited to the original payment method and may take up to 72 hours to reflect on your statement. It's important to note that return shipping charges are not refundable

Shipping Zones

Free shipping is applicable to the 48 contiguous states only. The offer does not extend to and is not feasible for Alaska, Hawaii, Puerto Rico, Guam, Northern Mariana Islands, United States Virgin Islands, Nantucket, Martha's Vineyard, Friday Harbor, Orcas Island, or any other islands within the United States. Additionally, free shipping is not an option for international destinations, including Canada. Returns will not be honored for shipments outside our normal shipping range. In rare cases, the freight carrier may refuse to ship to a location, in which case a refund will be provided to the customer.

For inquiries regarding out-of-zone shipping, please contact grillmaster@pizzaovenus.com.or call  +1(857) 353-8695.

*The provided time intervals are estimates and depend on the Ship-To location.

Order Confirmation:

As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we will start our fulfillment process. All orders are processed and shipped within 24hours. Transit times vary from 4-6 business days

Order Tracking

You can monitor the status of your order at anytime.

Simply visit our order tracking page with the order number we send to your email (the email you used at checkout) once your order is shipped and fill out the box

You'll be able to monitor the status of your order

 

Missing Order

We love to make sure you have an A+ shopping experience with us, but in the unlikely event that your order is not delivered within 7 business days after being shipped. Please reach out to us immediately on  grillmaster@pizzaovenus.com or call  +1(857) 353-8695 to investigate the order status and provide feedback.

International Shipping and Warranty Voidance

We take immense pride in delivering high-quality products along with a comprehensive warranty to our customers. However, it is crucial to note that shipping purchased goods outside the United States or personally transporting the products beyond the country after initially shipping them to a domestic United States address will automatically void the warranty for those products.

Our warranty coverage is specifically tailored for products utilized within the United States, and any international shipping or transportation outside the country may expose the items to different conditions, regulations, and handling procedures, potentially compromising their intended functionality and performance.

We strongly discourage such actions if you intend to maintain the validity of the warranty. For any inquiries or concerns, we encourage you to contact our customer support team before making decisions regarding international shipping or transporting products outside the country after receiving them at a domestic United States address. Please consider these guidelines to ensure the continued coverage of your warranty. We greatly appreciate your understanding of these terms.

By using this site, you agree to these terms of use. If you do not agree, do not use the site